SOURCE: CoreMatrix Systems™
RED BANK, NJ--(Marketwired - September 26, 2013) -
CoreMatrix®, a leading cloud computing consulting company, today announced the availability of Instant Insights, a real-time performance analytics solution for the contact center. Developed by CoreMatrix, Instant Insights leverages the power of Salesforce.com to eliminate inefficient call handling processes, ineffective training, and time-consuming quality control procedures.
Unlike traditional systems that monitor a random sampling of calls for quality assurance, Instant Insights identifies outlier calls in real-time and uses Chatter from Salesforce to notify managers who can quickly intervene to coach CSRs. In addition, the solution segments CSRs into quartiles rather than using traditional stack ranking methods, making it easier to manage and train CSRs on measurable performance.
"Instant Insights easily hones in on problems without having to spend countless hours monitoring and listening to random calls," said Paul Nix, CoreMatrix Co-founder. "Using the real-time Chatter case feed helps managers quickly find, listen and react to poor call handling."
Instant Insights has delivered significant savings for contact center customers by helping them improve business processes and reduce CSR costs.
"The performance analytics provided by our new technology will allow customers to reduce CSR expenses by an average of 8%. For a 3,000 user Contact Center this represents $5.5M in annual savings! For a 300 user Contact Center, this would be approximately $550k," Nix said.
Instant Insights will be available in the Salesforce.com AppExchange and as a managed service from CoreMatrix. For more information, watch the Instant Insights video (http://www2.corematrix.com/contact-center).
About CoreMatrix Systems
CoreMatrix (www.corematrix.com) is a leading provider of cloud computing consulting, systems integration, custom application development, social strategy execution and managed services for mid-sized to Fortune 500 companies. With experience gained from more than 1,800 cloud computing engagements, CoreMatrix is dedicated to helping customers achieve their objectives and obtain the greatest value from their investments. Customer examples include: American Express® Travel Management Services, 20/20 Companies®, PharmaNet/I3, Wells Real Estate Funds®, Designer Show Warehouse®, Transocean, GTECH®, Bridgestone® and WebMD®.